AOL

AOL, previously named America Online, is a subsidiary of Time Warner. AOL is still the world's largest Internet access provider with about 12 million subscribers in the US and several million in Europe. It has shrunk considerably though from when it had 30 million subscribers in 2001.

Can't Take No For An Answer
Vincent Ferrari managed to make a recording of his hilarious phone conversation with a customer service representative at America Online, in which the service rep repeatedly stonewalled and ignored Ferrari's request to cancel his AOL account. After the recording began circulating on the web, AOL fired the employee and said he had "violated our customer service guidelines and practices." Shortly thereafter, the Consumerist website reports, "A plain manila envelope arrived on our desk. ... Inside was the eighty-one paged 'Enhanced Sales Training for AOL Retention Consultants' manual" which showed that in fact, "customer service John" was just following orders. The manual instructs employees that "every Member that calls in to cancel their account is a hot lead" and tells them to "retain control by redirecting the Member if necessary."

Personnel
Selected executives:
 * Randy Falco - Chairman & Chief Executive Officer
 * Ron Grant - President & Chief Operating Officer
 * Ted Leonsis - Vice Chairman


 * John L. Davies - Former Vice President
 * Fredric G. Reynolds

Contact Details
22000 AOL Way Dulles, VA 20166 Phone: (703) 265-1000 Fax: (703) 433-7283 Web: http://www.corp.aol.com

Related Sourcewatch

 * Alexander M. Haig, Jr. - founding board member